Empathy is essential in customer service, but it isn’t always enough. Your organization must embody the empowered behavior that being empathetic can require. One approach that’s good on paper but ...

We’ve all had those calls with customer service where we hang up and go, “Well, that person didn’t care about my problem…like, at all.” And why would they? Customer service agents’ job is to answer ...

Assume good intentions. Hanlon’s Razor reminds us that most missteps stem from error, not malice. This can help us defuse tension in customer interactions. Pause before reacting. A brief moment of ...

As a leader whose company serves other businesses, sometimes you find yourself in a tricky situation when trying to make a sale or close a deal. Your current or prospective customer doesn’t want to ...

Quiq reports nine key customer service challenges, emphasizing setting clear expectations, training for empathy, and ...

Inbound marketing focuses on building and maintaining customer relationships. Investing in customers attracts leads to your site. It encourages them to choose your products and services, keeps them ...

Opinions expressed by Entrepreneur contributors are their own. Economic headwinds and changing customer expectations after the pandemic have caused many CEOs to scratch their heads about how to get ...

I've known Celia Fleischaker, Verint's CMO, for several years now -- in fact, since she started prior to Verint as the CMO at PROS -- and my admiration for the quality of leader she is and even more ...

Crisis Text Line agreed to start a "mission aligned" for-profit sister company, but the mission alignment quickly got out of whack. Credit: Vicky Leta / Mashable When Crisis Text Line gave its ...

You're frantically trying to resolve an issue with a recent online purchase. It's late, you're frustrated, and you need help now. You reach out to customer service, dreading the thought of navigating ...

Overview:  AI handles routine questions instantly, while humans focus on complex and emotional issues. Done right, support feels more personal, not automat ...

PLEASANTON, Calif.--(BUSINESS WIRE)--Medallia, Inc., the global leader in customer and employee experience, today announced the findings of its new report: The New Customer Expectations for the ...